Vadodara Gujarat Lead sales operations analyst Jobs – 1 Open Jobs Today

Senior Service Desk Manager/Service Desk Manager
Paul Mason Consulting —Vadodara, Gujarat
- Full-time
- Management
- Organisational skills
- Communication skills
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Senior Service Desk Manager/Service Desk Manager

Paul Mason Consulting -
Vadodara, Gujarat

Quick apply

Job details

Full-time

Qualifications

Management
Organisational skills
Communication skills

Full job description

Summary of the Job

The Sr. Service Desk Manager will be responsible for the management of 24 x7 x 365 Retail and B2C focused teams of PMC IT Service Desk analysts based in India and the UK supporting retail and business system applications.

PMC’s growth and strategy demands a high-level focus on exceptional service delivery as PMC builds on the success of one of its strategic Independent Software Vendor (ISV) partnerships. This role will be responsible for building a new team of desktop support engineers allowing PMC to extend its retail footprint from the store into head office.

The role will be to manage and enhance PMC’s Service Desk services deliveries to both direct and indirect customers, specifically as we grow our partnerships with Independent Software Vendors (ISVs).

This role reports to the Head of Service Desk

Key Responsibilities

Management of IT Leads/Manager/Operations and associated functional processes of PMC’s Service Desk 24x7x365 operating from India and UK offices, resolving Incidents within contractual SLAs.
Work in a 24x7x365 environment ensuring the right level of Management support is always available to the Service Desk team
Responsible for the management of resources and shift schedules, ensuring they operate effectively factoring in holiday, unplanned absence, training, ticket volume peaks and troughs associated with seasonable ticket volumes.
Responsible for successfully setting up a technical training function within Managed Services to make sure that all our existing and future team members are trained up to the highest standards to deliver a high-quality service.
Responsible for your team’s adherence to processes and procedures implemented to conform to contractual requirements and to maintain our accreditations e.g. ISO27001
Using a pragmatic approach, further implement important elements of the ITIL framework.
Accountable for appraisals being conducted for all team members by your respective team leaders.
Maximize the effective use and productivity of resources across all desks by building a multi-skilled resource pool. Effective resources and task management are essential to guarantee support to our clients.
Train, coach and mentor your direct reports and other service desk members including the creation of career development plans.
Responsible for empowering your team members aligned to the agreed RACI.
Identify staff that have a high level of capability and drive to nurture their career to progress within PMC’s Managed Services team for the future and as roles become available.
Manage staff recruitment, new starter procedures and staff retention.
Responsible for analyzing your team's Employee Satisfaction Survey results and building any plans to improve employee satisfaction to maximize retention
Work closely with the SDM team contributing to and driving both Continual and Service Improvement Programs.
Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers directly and/or via the SDM/SDA team.
Periodically attend customer meetings supporting the Service Delivery function
Work with the sales team as required to aid with pre-sales, attending customer meetings supporting the sales cycle.
Identify and monitor risks, governance and compliance requirements related to the Service Desk environment.
Be a component of internal and external incident escalation and drive a high level of focus to restore systems and functionality to an operational status as well as customer satisfaction.
Periodic visits to the UK may be required as part of the Service Desk management function

Skills & Aptitude

Extensive Service Desk Management in a Managed Service environment working to ITIL methodology i.e. a pragmatic approach.
Excellent organizational skills with the ability to work calmly under pressure, multitask and prioritize.
Excellent interpersonal skills and the ability to work both independently and as part of a team.
Flexible and helpful attitude, in particular the ability to empathize with IT Service Desk customers and respond sensitively to their problems, requests and complaints.
Excellent written and verbal communication skills including the ability to explain technical information clearly.
Excellent people management skills.
The ability to lead and motivate a highly productive Service Desk team in a pressurised environment.
Experience transforming immature service desk functions, to maturity (processes & people).
Very strong stakeholder management and communication skills.
Experience driving all parts of service delivery to ensure overall high-quality customer experience.
Retail/EPOS solutions experience is highly desirable.

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